FAQ's

About

All contract customers please refer to relevant contract documentation for your terms and conditions.

This web site is owned and operated by TW Engineering Co Ltd who are completely dedicated to your total satisfaction. If you have any suggestions or comments or if you need to contact us, please email us using the link on the store page or use the details below.

Our Contact details:
TW Engineering Co Ltd
Angular House, Eagle Road, Quarry Hill Industrial Park, Ilkeston, Derbyshire. DE7 4RB United Kingdom
Phone: 0115 932 3223
Fax: 0115 930 6221
Email: [email protected]
GB 117 3131 10

Company number: 673817

Ownership of rights

All rights, including copyright, in this website are owned by or licensed to TW Engineering Co. Ltd. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use, is prohibited without our permission. You may not modify, distribute or repost anything on this website for any purpose.

Accuracy of content

We have taken every care in the preparation of this website, in particular to ensure that prices quoted are correct at the time of publishing and that all goods have been fairly described. However, orders will only be accepted if there are no material errors in the description of the goods or their prices as advertised on this website. All prices are displayed inclusive of VAT unless stated otherwise. If the price of the goods increases between the date we accept your order and the delivery date, we will let you know and ask you to confirm by email that the new price is acceptable. If it is not acceptable, then you will of course have the right to cancel your order. Any weights, dimensions and capacities given about the goods are approximate only. To the extent permitted by applicable law, we disclaim all warranties, express or implied, as to the accuracy of the information contained in any of the materials on this website and we shall not be liable to any person for any loss or damage which may arise from the use of any of the information contained on this website.

Damage to your computer

We make every effort to ensure that this website is free from viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it will not cause damage to your computer. It is your responsiblity that the right equipment is available to use the website. We will not be liable to any person for any loss or damage which may arise to computer equipment as a result of using this website.

Availability

All items are subject to availability. We will inform you as soon as possible if the goods you have ordered are not available.

Making a purchase

Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

We accept card payments. If you are shopping from outside the UK, place your order and your card company will convert the transaction to your own currency.

We accept Visa and MasterCard. If you do not wish to pay online we accept telephone orders.

If you have made a mistake in your order and cannot correct it in the shopping cart, contact us and we will correct the mistake.

When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. You will need to provide us with your email address and we will notify you by email as soon as possible to confirm receipt of your order. An acceptance of your order will take place on despatch of the good(s) ordered.

You need to be 18 or over to buy knives from us and by purchasing any knife from twtools.co.uk you are confirming you are aged 18 or over.

Please note that the photos shown on the website may vary slightly from those sent out. However they will still be fit for purpose. For example if an insulated tool is purchased we may send one from a different manufacturer but it will still be able to do the same job and have the same safety testing. If it is necessary to buy exactly what the website photo shows then please tell us beforehand and we will try to send out the desired item.

Shipping & Handling

See 'Delivery Schedule' below for more information. Additional carriage charges will be requested for payments outside the UK.

Payment Terms

We will charge your credit card account for payment upon receipt of your order unless delivery cannot be fulfilled within 30 days. We accept no liability if a delivery is delayed because you did not give us the correct payment details. If it is not possible to obtain full payment for the goods from your account then we can cancel the contract and or suspend any further deliveries to you. This does not affect any other rights we may have.

Delivery Schedule

We try to deliver your order right away for stock items. We will normally send your order to you in 2-3 business days. International orders are generally received in under 7-10 days.
You must inform us within two working days if the goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence.
You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.

Delivery Charges

Delivery charges vary according to the type of goods ordered and cannot be refunded.

Delivery

Please note that we are only able to deliver to addresses within the United Kingdom (additional carriage charges and delivery times may apply to deliveries to the Isle of Wight, the Isle of Man, the Scottish Isles, parts of Scotland, Northern Ireland and the Channel Isles), Europe (additional carriage charges and delivery times will apply) Australia (additional carriage charges and delivery times will apply) and New Zealand (additional carriage charges and delivery times will apply). We will deliver the goods to the address you specify for delivery in your order. It is important that this address is accurate. Please be precise about where you would like the goods left if you are out when we deliver. We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions. We will aim to deliver the goods by the date quoted for delivery but delivery times are not guaranteed. If delivery is delayed due to any cause beyond our reasonable control, the delivery date will be extended by a reasonable period and we will contact you to arrange an alternative time.

Risk of ownership

Risk of damage to or loss of the goods passes to you at the time of delivery to you, or if you fail to take delivery at the agreed time, the time when we tried to deliver. You will only own the goods once they have been successfully delivered and when we have received cleared payment in full.

Back orders

If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

Tax Charges

For orders made from the UK 20% VAT is added. All other orders are VAT free.

Damage to your computer

We make every effort to ensure that this website is free from viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it will not cause damage to your computer. It is your responsiblity that the right equipment is available to use the website. We will not be liable to any person for any loss or damage which may arise to computer equipment as a result of using this website.

Credit Card Security

When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.

Guarantee

All of our products come with a 12 month guarantee against manufacturer's defects.

Reaching Us

If you need to reach us, please email us using the link on the store page, alternatively, you can call on 0115 932 3223 (International +44 0115 932 3223) or fax us on 0115 930 6221 or write to us at Angular House, Eagle Road, Quarry Hill Industrial Park, Ilkeston, Derbyshire. DE7 4RB United Kingdom

Privacy Policy/Policy Statement

TW Engineering Co. Ltd are committed to protecting the privacy of anyone using our site and the confidentiality of any information that you provide us with. The purpose of this statement is to set out how we use any personal information that we may obtain from you.

Data Protection Act 1988
TW Engineering Co. Ltd comply with the Act in all our dealings with your personal data.

Security policy

Our Payment Service Provider is Sage Pay (formerly Protx) – the largest independent payment service provider (PSP) in the UK and Ireland. Sage Pay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is Sage Pay’s utmost priority to ensure that transaction data is handled in a safe and secure way.
Sage Pay uses a range of secure methods such as fraud screening, I.P address blocking and 3D secure. Once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards.
Sage Pay is PCI DSS (Payment Card Industry Data Security Standard) compliant to the highest level and maintains regular security audits. They are also regularly audited by the banks and banking authorities to ensure that their systems are impenetrable.
Sage Pay is an active member of the PCI Security Standards Council (PCI SSC) that defines card industry global regulation.
In addition, you know that your session is in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol alongside the URL.
So when buying through our site, you can be sure that you are completely protected.

Cookies

Cookies may be used by TW Engineering Co. Ltd to provide you with, for example, customised information from our website. A cookie is an element of data that a website can send to your browser which may then store it on your system. If you wish, you can usually adjust your browser so that your computer does not accept cookies. Please remember cookies do not contain confidential information such as your home address, telephone number or credit card details. We do not exchange cookies with any third party websites or external data suppliers.

Returns Policy

Your rights to return goods are protected under the EU Distance Selling Directive.

You are entitled to cancel your order and return the goods within 7 working days for a full refund, excluding the cost of delivery. Do this by contacting us by email or telephone and quoting the order number supplied to you. Your refund will be paid within 30 days. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or described incorrectly.

Twtools.co.uk will not accept returns unless prior authorisation has been approved and a returns number issued. To obtain an authorisation for a return please contact us on 0115 932 3223. The returns number must be clearly identified on any internal paperwork when the goods are returned. We regret that we cannot accept cancellations of contracts for the purchase of consumable products (batteries etc) where the item has been unsealed.

Any goods returned should be in saleable condition.

None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.

We offer a take back service for batteries and accumulators purchased from TW Tools. Returns must be accompanied by an invoice for proof of purchase. We only accept those items purchased from TW.

Exclusion of Liability

Any disclaimers and exclusions of liability in these terms and conditions shall not apply to any damages arising from death or personal injury caused by our negligence. These disclaimers and exclusions shall be governed by and construed in accordance with English law. If any provisions of these disclaimers and exclusions shall be unlawful, void or for any reason unenforceable, then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

Changes to Legal notices

We reserve the right to change these terms and conditions from time to time and you should look through them as often as possible.

Law, Jurisdiction and Language

This website, any content contained therein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English law. Parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.

About the WEEE Regulations

The WEEE Regulations came in to force on 1st July 2007. The purpose of these regulations is to encourage the disposal of Waste Electrical & Electronic Equipment (WEEE) in an environmentally friendly way.

Responsibilities of our Customers

Customers of TW Engineering are encouraged to dispose of WEEE in an environmentally friendly way. This can be done through your local civic amenities site, an approved treatment facility or returning it to TW Engineering under our 'take back arrangements' when you place an order for a replacement electrical or electronic product.

Responsibilities of TW Tools

As a 'Distributor' TW Engineering has a legal responsibility to offer free 'take back arrangements for WEEE products.

WEEE is defined Waste Electrical and Electronic Equipment (which displays the Crossed out Wheeled Bin Symbol) on the item, that the manufacturer has placed onto the market after the 13 August 2005